Sub-par customer support - on 2 issues
Firstly, I ordered two calendars and set up shipping to one of my clients, and she only received one. I called customer support, and was told that 1) a support ticket had to be set up and 2) there was no way to know how quickly this issue would be addressed and 3) the support rep couldn't tell me if the order would be made right quickly.
It's the Christmas season, and my client ordered two calendars for Christmas presents, but now I have no clue how long it will take to resolve the issue to ensure these gifts are in hand.
The customer service rep then told me she could only answer very general order information, and that the print shop would be the ones to address the issue. When asked for a number for someone in that division, I was told there was no way to call in - that everything had to be done through the support email process.
So I'm stuck with customer support reps who can't answer specific questions and waiting for who-knows-how-long for someone who can actually resolve the issue to get in touch via email.
I deal with other printers, and have never had one that wouldn't immediately put in the order for a missing print - no questions asked.
On the second issue, I errantly left out part of another client's shipping address, realized the mistake and then immediately sent in a customer support ticket asking for the address to be rectified. The same customer service rep as above told me there is no way for Lulu to correct a shipping address once the order has been placed. What? After I insisted it HAD to be a possibility, she put me on hold for about 15 minutes while she found someone who miraculously could ensure the address was changed.
I'm not awed by your support. At all. In fact, I'm very disappointed. I love the end product, and I absolutely understand mistakes happen. But I expect quick resolution when those mistakes pop up.
Not sure I'll be able to continue using Lulu for any of my printing needs. Support should be responsive and quick, not frustrating and slow.